🖥️ For practice admins using Practice HQ on the web. You need the Scheduling permission to open the Scheduling tab, and some appointment actions also need Clinical records or Billing.
This article explains how to see and manage appointments across your practice from Practice HQ: the scheduling overview, provider calendars, what you can do from an appointment, units and additional services, calendar sync, what clients can do on their own, late-cancellation fees, and appointments nobody marks.
In this article
1. The Scheduling tab
The Scheduling tab is where you see appointments for the whole practice.
Open Scheduling in the Practice HQ sidebar. You need the Scheduling permission ("View calendars and book, reschedule, or cancel appointments.").
If your practice is set up in Charter School mode, the Scheduling tab isn't shown.
The tab opens on Practice scheduling, an overview with three parts: Upcoming Sessions, Recent Cancellations and the Room schedule.
Click View calendars (top right) to see provider calendars.
Only active providers with calendars appear. If there are none, you see No eligible providers. Add or activate a provider to start scheduling.
The Room schedule, room holds and booking on behalf of a provider are covered in Room schedule and bookings.
2. Upcoming sessions and cancellations
Two summary cards at the top of the overview show what's coming up and what was cancelled.
Upcoming Sessions: today's and tomorrow's appointments across all providers, with the provider, time and client (or the group, couple or family). A session that's under way shows In Progress.
View all N sessions: appears when there are more appointments later in the week, and lists them through the end of the week.
Recent Cancellations: the latest cancelled appointments, including late cancellations, for sessions from the past week up to 30 days ahead. Each row shows the provider, the original time, the client, and who cancelled: Cancelled by Client (or Patient, depending on your terminology), Cancelled by Provider or Cancelled by Manager.
View all N cancellations: appears when there are more cancellations than fit on the card.
Click any row to open that appointment.
Upcoming sessions on a client's chart
When you open a client's chart from Providers & admins, a banner at the top shows the next session: Upcoming Session, or Current Session while it's happening. This works for individual clients and for couples and families.
Click the arrows on the banner to show or hide the other upcoming sessions.
You need the Clinical records permission to see the banner on a couple or family chart.
3. Viewing provider calendars
Use the calendar view to see one provider's full calendar or several providers side by side.
Click View calendars on the Scheduling tab.
Choose providers in the provider picker (Select providers...).
Click the Practice scheduling breadcrumb to go back to the overview.
One provider: their full calendar loads, the same view they see on their own dashboard. You can create appointments, open details and manage bookings. If they have requests waiting, a N Pending button opens their pending approvals.
Two or more providers: their calendars are shown together as a read-only overlay. Select a single provider to drag appointments to reschedule, see cancelled sessions, see availability and working hours, or review pending approvals.
Room overlay: pick a room to see when it's in use on top of the calendar. Choose No room overlay to hide it.
Note status: past appointments show a small icon for their note's progress (for example Session not created, Needs review, Signed & locked). Click Note status under the calendar for the key, and hover over an icon for details.
Create Appointment: books for the selected provider. See Room schedule and bookings.
⚠️ Important: Viewing other providers' calendars needs the Practice HQ Scheduling permission. Among providers, only those with an admin or director role and the Scheduling permission can see colleagues' calendars. A provider can't see a colleague's calendar.
4. What you can do from an appointment
When you open an appointment from the overview or a calendar, the actions you see depend on your Practice HQ permissions.
Scheduling only: scheduling actions such as reschedule, edit, cancel and approve requests. No note or billing controls.
Clinical records: View Note on completed sessions opens the note read-only. You can't edit, sign, regenerate or delete it from here.
Billing: edit the appointment's Service Type (which sets its CPT code, shown as Applicable CPT), price, units and additional services, and send an invoice or insurance claim once the session is ready to bill.
If your practice uses Fully-managed RCM, Send Invoice and Send Claim aren't available here, and billing shows Managed by Oasys.
The client's name opens either the client details panel or the clinical chart, depending on your permissions. When it opens the chart, that session is selected on the Sessions tab.
⚠️ Important: Only the provider can start a clinical session or mark an appointment Completed or No Show. Practice HQ doesn't offer No Show, and Oasys refuses these changes from Practice HQ with "Only therapists can set clinical booking outcomes."
5. Units and additional services on appointments
A billable appointment can carry more than one unit of its main service, plus additional services (per-unit add-ons with their own add-on CPT code, such as 90785 or 96131).
When booking, set Units (1 to 24) for the main service.
If additional services are set up, add them as lines with their own units, unit price and line total.
The appointment's length grows to match: the service length times its units, plus each add-on's length times its units.
In Practice HQ these fields need the Billing permission. Without it, Units is locked and additional services aren't shown.
They aren't available on recurring appointments, group appointments, or services that aren't billable. For a couple or family, billing must be turned on for that couple or family.
Once an appointment has been invoiced or claimed, its additional services can't be changed.
Additional services are created in Settings → Clinical → Default services → Add Service → Add Additional Service. See Services and note templates.
6. Connecting a calendar
Calendar sync is personal to each provider.
Oasys syncs with Google Calendar only. Each provider connects their own Google account from their personal Settings.
There's no practice-wide or admin-managed sync, and no way to connect every provider's calendar from one place.
Microsoft 365 calendar and iCal (Apple) appear as cards marked Currently unavailable. They can't be connected.
Because sync is personal, admins view provider schedules inside Oasys on the Scheduling tab rather than through an external calendar feed.
7. What clients can do on their own
Each provider controls what their clients can do in their Scheduling policies, using these toggles.
Enable direct client booking: clients can book appointments from their portal.
Require booking approval: clients request an appointment and the provider approves it, instead of booking directly.
Allow client cancellations: clients can cancel their own appointments.
Allow client reschedule requests: clients can request a new time for their own appointments.
The labels say "patient" instead of "client" if your practice uses that terminology.
To change these for a provider, open Providers & admins, select the provider, then open Scheduling (Booking policies). You need both the Providers and admins and Scheduling permissions.
💡 Tip: Booking, cancellations and reschedule requests are separate toggles, so a provider can allow one without the others. When direct booking is on, a client creating a new appointment always sees the provider's open time slots (minus any times blocked by the provider's Google Calendar events, if Block time slots with Google Calendar events is on). There's no setting that hides available times while still allowing booking.
8. Late-cancellation fees
A late-cancellation fee depends on when the cancellation counts as late and how much the fee is.
When a cancellation is late
The Late cancellation threshold is set in the provider's Scheduling policies, under Cancellation settings. It's how far ahead of a session a cancellation stops being on time.
The threshold appears once client cancellations are allowed. Choose No threshold (no late fees) to never charge one.
How the fee amount is worked out
Oasys calculates the fee in this order, using the first one that applies:
Use an amount entered on the appointment itself.
Use the client's pricing rule for that service.
Use the client's pricing rule for all services.
Use the service's Late Cancel Fee, which can differ by session mode: In-Person, Telehealth or Phone.
To charge one client a different fee, add a Late-cancellation fee to a rule in the client's billing Settings → Pricing rules, or select Waive late-cancellation fee to charge $0. Leave the field blank to use the next level down. See Setting up practice billing.
A blank phone fee uses the telehealth fee at the same level.
Changing a service fee or pricing rule updates late cancellations that haven't been billed yet. Invoices already issued keep their original amounts.
Clearing an amount entered on the appointment restores the calculated fee.
A late-cancellation fee is charged straight away if the client has a card on file. Otherwise it's billed by the invoice due date.
Cancelling late from Practice HQ
Open the appointment and choose Cancel Late from the cancel button's menu.
Check the fee shown in Confirm Late Cancellation, and choose whether to Notify the client.
Click Cancel Appointment.
💡 Tip: If the service has no late-cancellation fee for that session mode, you see Late Cancellation Fee Not Configured. You can still cancel late. The appointment is marked cancelled late with nothing to bill.
9. Appointments nobody marks
Oasys closes a past individual appointment that nobody started or marked once the appointment's end time has passed.
What happens to it is a practice-wide setting: Settings → Organization → Feature settings → Scheduling → Unmarked sessions. Changing it needs the Settings permission.
It's No Show by default.
Choose Completed to create an empty completed session that can be billed instead.
For the details and exceptions, see Feature settings.
Frequently asked questions
Can I see all providers' schedules at once?
Yes. Click View calendars and select several providers to see their calendars overlaid (read-only). To make changes, select a single provider. The Room schedule on the overview also shows every provider's in-person room bookings for the day.
Does Oasys sync with Outlook or Microsoft 365?
No. Calendar sync is Google Calendar only, and each provider connects their own account. Microsoft 365 shows as Currently unavailable.
Can I give a provider visibility into a colleague's calendar?
No. A provider can't see a colleague's calendar. Only providers with an admin or director role and the Scheduling permission in Practice HQ can see other providers' calendars.
Why can't I see View Note or the billing buttons on an appointment?
View Note needs the Clinical records permission, and billing actions need Billing. See What you can do from an appointment.
A session was marked no-show but the client actually attended. How do I fix it and add a note?
If the session was already invoiced, void or refund the no-show invoice first, because the fee for a no-show and a completed session differ. The provider then changes the appointment status to Completed and adds their note. Practice HQ staff can't set Completed or No Show.
Can I charge one client a different late-cancellation fee?
Yes. Add a Late-cancellation fee to a pricing rule in that client's billing Settings → Pricing rules, or waive it there. For a single appointment, enter the amount on the appointment itself. See Late-cancellation fees.
Can I mark an appointment as a late cancellation from Practice HQ?
Yes. Open the appointment and choose Cancel Late from the cancel button's menu. Only Completed and No Show are reserved for the provider.